This winter has been a challenging one for air travel. Hopefully, you haven’t found yourself on a cancelled flight. I wasn’t so lucky and while waiting on standby, I was aggravated by having less customer care from the airline. However, I met one ticket agent (let’s call her, “Grace”) who “got it” and I salute three principles she used that made many stranded travelers feel much better about their experience. These lessons can connect with any business.
Information is priceless. People get frustrated rapidly if they don’t know what’s going on. bagaglio perso The panic that accompany cancelled travel plans is multiplied once you can’t get a straight answer from airline staff. Too often it appears as though you’re purposely sent right into a long line only to find out that the agent in front doesn’t have idea what’s going on. Grace got on the loudspeaker and admitted that she didn’t have all the answers for the hundreds of men and women who have been waiting to catch a standby flight. But she did explain the method to getting everyone to his or her destination. Grace also let people know that when they certainly were in the standby system, they certainly were in it until they got on a plane. This kept many from worrying about whether they’d need to re-register every time they tried to catch a brand new flight on standby.
Pay attention to concerns but don’t forget your needs. While Grace was willing to listen to traveler questions and concerns, she realized that she was being asked exactly the same questions again and again. This kept her from doing her other duties, including getting as many standby customers on the next flight. So she gave out all the information once more and asked that individuals leave her alone. And she asked for those people who had been waiting for a time to let any newcomers know the thing that was going on. By enlisting the crowd, she gave us something do to and allowed her to serve us better.
Humor never hurts. There’s lots of tension in an airport when it’s set with unhappy people. Grace would use humor in her announcements and that brought a laugh to even the most tired traveler. “Trust me,” she said with a sarcastic smile, “We would like to get you out of here around you do.” That sentence let everyone understand that this was a hardcore day for those with tickets in addition to the airlines. By using humor to acknowledge this point, an embarrassing situation became less adversarial.
My only regret from that day was that I forget to get Grace’s complete name or employee number. I would have sent a letter of recommendation to her airline about her excellent customer service. For the present time, allow me to just say, Grace, you’re amazing!